Systems Support Specialist I

Northmarq; Minneapolis (MN); Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, vision

401K match

Paid time off

Parental leave

Education assistance

Job summary

Northmarq is seeking a Level One System Support Specialist to resolve incoming requests within our ITSM framework. You will provide frontline customer care, troubleshoot issues, and train users on off-the-shelf applications, helping keep business systems running smoothly.

This role supports a flexible schedule with in-office teamwork and remote options when appropriate. An Associate degree and 1–2 years desktop support (Salesforce and Office 365) are preferred, with strong communication and

Qualifications

• Associate degree or equivalent work experience.
• 1–2 years’ experience in a desktop support environment preferred.
• Experience supporting Salesforce preferred.
• Basic experience with Office 365 including Teams, Outlook, OneDrive, Groups preferred.

Responsibilities

• Using ITIL-based processes to streamline incident ingestion, triage, action, and resolution.
• Troubleshooting and implementing fixes with minimal escalation.
• Provide basic user training for off-the-shelf apps and office products.
• Follow up with customers and ensure issues are resolved.
• Maintain records, knowledgebase articles, and databases.
• Escalate as needed and apply company policies and procedures.

Skills

Customer service

Communication skills

Problem-solving

Detail-oriented

Remote support

Teamwork

Education

Associate degree or equivalent

Tools

Salesforce

Office 365

Windows OS

Networking concepts

Job description

At Northmarq, you can be part of something special. Northmarq is a unique capital markets resource for commercial real estate investors, providing our clients access toexperts in debt, equity, investment sales, loan servicing, and fund management. We offer you a career path withbest-in-class training, and we foster inclusive teams committed to collaboration, mentoring, and growth. At Northmarq, we will help you unlock your potential – whether you are an industry veteran or you’re just getting started.Your new career is waiting. Start something special today. Northmarq was voted by Real Estate Forum as one of The Best Places to Work in Commercial Real Estate!

As a level one System Support Specialist, you will be responsible for resolving incoming telephone requests and other service requests assigned within our ITSM System. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of a helpdesk support specialist.

*This role supports a flexible schedule that prioritizes in - office teamwork, with flexibility for remote work when appropriate.

Northmarq does not provide immigration sponsorship for this position. Candidates must possess unrestricted authorization to work in the U.S. for any employer, without the need for sponsorship now or in the future, to be considered for this position.

Specific Responsibilities

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to system admin support team.
• Providing basic user training in support of off-the-shelf applications and office products.
• Follow up with customers, provide feedback and see problems through to resolution.
• Maintaining and updating records, knowledgebase articles, and tracking databases.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting departmental performance KPIs, goals, objectives, and responsibilities.
• Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
• Demonstrating knowledge and application of company policies and procedures while applying sound judgment within the scope of support of the Northmarq Capital LLC.
• Act as a subject matter expert for Salesforce related tickets .
• Properly escape unresolved queries to the IT Service Desk Team Lead.
• Other duties and responsibilities as assigned.

Education and Work Experience

Education: Associate degree or equivalent work experience.

Work Experience:

• 1 - 2 years’ experience in a desktop support environment preferred.
• Experience supporting Salesforce preferred.
• Basic experience in working with Office 365 including: Teams, Outlook, OneDrive, Groups preferred.

Demonstrated Technical Competencies:

• Knowledge of Microsoft Windows operating systems.
• Knowledge of Microsoft Office Professional including Microsoft Teams.
• Demonstrated knowledge of TCP/IP and networking concepts.
• Proficient knowledge in remote support for all office hardware end devices.
• Responds to Salesforce-related tickets escalated from our user base.
• Able to support clients remotely using tools provided by Northmarq Capital LLC.

Demonstrated Professional Competencies:

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to communicate effectively through video conferencing and telephone interfaces (Teams, Zoom, phone, etc.)
• Detail-oriented with demonstrated customer service and organizational skills.
• Proficient problem-solving skills and ability to work independently or as part of a team.
• Ability to follow through on tasks in a timely manner.
• Problem-solving skills to reflect level of responsibilities.
• Ability to maintain sensitive and confidential information.

Northmarq offers a highly competitive benefits package including: medical, dental, vision, paid time off, 401K match and an annual discretionary contribution based on business performance, paid parental leave and adoption assistance, education assistance, volunteer paid time off, charitable contribution match and so much more!

Northmarq carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The salary range for the Systems Support Specialist position is $24.04 to $28.85 per hour. This range is a good faith estimate, and the actual compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience.

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